Service Desk Analyst
*********
Mexico City, Mexico
Full time
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Description
This is an opportunity for a functionally knowledgeable, technically savvy and customer focused individual. This person will possess demonstrable and successful background understanding and managing client's inquiries, resolving reported incidents by performing troubleshooting and escalating everything else to the remaining tiers in the operating model.
The role:
Provide technical and general application function and feature support to internal and external clients via phone, email, and customer portals
Manage, triage, and resolve multiple incoming incidents and service requests by understanding client needs and meeting defined SLAs
Demonstrate comprehension of the configuration and use of various WTW technologies to support clients effectively
Assist in developing and improving standardized work processes, tools, and methodologies to enhance quality and customer experience
Apply efficient support delivery practices, combining structured problem-solving with strong people skills to drive faster and more consistent resolutions
Document solutions and known issues in the knowledge base, and contribute ideas for innovation and automation to promote a 5-star customer experience
Record, process, and manage incidents and service requests through to resolution, following agreed processes and procedures




Own client technical issues end-to-end, from initial report through resolution or escalation
Address client concerns related to ICT software products, SaaS platforms, and managed hosting services (MHS)
Communicate ticket status clearly, track progress, and escalate issues to next-level support when required
Resolve software and technical questions efficiently to minimize service disruption and operational impact
Identify potential major incidents or recurring problems and proactively highlight them to management
Qualifications
At least
2 years' experience
in an IT support, end-user support, or IT performance analysis role
Experience working in an
SLA-driven Service Desk or support environment
Proficiency with
BMC Helix
, ServiceNow, or similar ITSM / ticket management tools
Strong written and verbal communication skills; ability to ask effective diagnostic questions and seek assistance when needed
Strong client service orientation with the ability to balance technical knowledge and customer experience
Excellent organizational, time management, and workload prioritization skills
Structured problem-solving ability and analytical thinking
Fluent in
English, Spanish,
Proficiency in
Japanese language
is an advantage
Willingness to work
rotating shifts
, including weekends and holidays
Inclusive job opportunity

📌 Service Desk Analyst (Xico)
🏢 WTW
📍 Xico